Customer Service Manager- Co-Packers at Diageo

About the role

• Requires a strong influencer with ability to lead with impact and facilitate change within the business and externally with co packers, 3PL’s and  suppliers.  
• Co-Packer partnerships are currently located in Cape Town and JHB – with suppliers both from Local and Global ito Receipts. 
• The Agent network is extensive. Finished goods locations are in our 4 key cities with additional 5 ‘satellite’ plants. 
• Inventory management is a key function within this role across all stock locations, but focusses predominantly on co-packer locations for Raw, Packaging and Finished goods.  All stock movements, and reconciliations fall
• within the responsibilities of this role. This role has 2 direct reports (L6 stock controllers)
• Due to co Packer ‘locations’ – the person may be required to travel and visit both co packers, suppliers, and customers as required by the business

Role Complexities:

• Non Turnkey Co- Packer partnerships will exist in Cape Town and Johannesburg. The RTD and Co-packer process in Diageo is in its' start up phase and processes and not yet fully documented or well embedded. These are all,new relationships.
• Systems are not yet fully integrated and a hands on approach, and micro management of the E2E process is required initially – Process improvement, simplification and automations will be a key focus in this role.

Stock movements include:

• Purchase orders for CP’s / Vendors, Good receipts inbound (Raw, Pack, Cons), consumption, GR of MFFG.
• MFFG goods issues to 3pl and customer direct sales.
• Daily, weekly cycle verifications and reconciliations
• Monthly ‘wall to wall’ stock counts - alignment

PURPOSE OF THE ROLE:

• This role is to support the Head of OTC and Logistics in managing day to day MOVE operations as matters related specifically to the management of ‘co packers’ operations E2D – walls, wheels, governance, and compliance, including effectiveness and efficiencies.
• The role includes transactional responsibilities in SAP
• Success in this role is measured through a clear set of KPI’s and performance targets. – these include:  COGS/EU, Inventory management and controls,  effective collaborative partnerships (vendors, suppliers, customers)

Role Responsibilities

Daily, weekly, monthly review of Co Packer performance, against set deliverables:  This will include:

• Inventory alignment and reconciliations.
• Adherence to plan – production
• Effectiveness and efficiency in MFFG network replenishment – both Primary and Secondary. 
• Influence and drive cost effectiveness, continuously manage and monitor customer service levels, utilizing applicable models to ensure greatest service delivery
• Review and understand warehouse capacity requirements and constraints – partner with Planning and 3PL to ensure most optimal solutions are in place
• Monitor, manage and improve on performance levels - Lead SPM reviews, track set KPI milestones, suggest improvements and implementation of initiatives.
• Drive, influence and lead a culture of compliance - ensure all applicable controls and checks (within Move & H&SE) are well established, measured, tracked & tested monthly.  This includes E2E Inventory Management & movements, process controls, Quality Control (Finished Goods, Raw & Pack Material)
• Partner and co-lead with relevant business stakeholders (commercial, Plan, Move and Make) to ensure execution of the Diageo Strategy in a fully joint up business process also supporting the customer Collaboration Global Diageo program.
• Harness the full extent of 3PL and supplier network and influence non direct reports to deliver against the Diageo ambition and goals.
• Work with stakeholder to support market requirements across the COE .

Experience / skills required

• Proven record of working with 3rd Party Operations in Make (co Packers)
• Minimum 5 years’ experience planning, Logistics & customer service.
• Tertiary qualification - Business or BSc in a supply chain related subject.
• SAP competency
• Ability to reconcile complex reports - Excel mastery will be a mandatory requirement.
• Excellent communication skills, both verbal and written combined with the ability to engage effectively at all levels in the organization
• Numerate and ability to implement and apply KPI’s to drive performance management at all levels in the warehouse.

End Date: January 10, 2025